Case Study: Domino Printing Sciences achieves 360° service visibility and millions in revenue with ServiceMax

Domino Printing Sciences - Customer Case Study

Domino Printing Sciences, a subsidiary of Brother Industries and a leading global manufacturer of industrial and digital printing solutions, faced a service challenge: they had little measurement of field performance, high rates of failed technician visits, and inconsistent access to product and customer history across countries. With over 500 technicians in 120+ countries, Domino needed better tools and data to improve first-time fixes and overall service consistency.

Domino launched a “Step Change in Service” and deployed ServiceMax on iPads—using offline capability, a dispatch console, and installed-base and parts inventory—to give technicians more autonomy and visibility. The result is a unified global service platform with common KPIs (first-time fix/installation, engineer utilization, NPS, customer satisfaction), thousands of leads that have generated tens of millions of pounds, and the new Domino Cloud Interface that moves them toward 24/7 printer monitoring and automated work orders.

Domino Printing Sciences

Russell Jacobs

CRM (Service) Business Analyst